How to set request type when using Issue Collector?

Question

I'm setting up a Jira Issue Collector that will create issues on a Service Desk project. I've got it working but the request type isn't getting set.

I don't want the user to be able to pick the request type - I know which request type I want it to be. I'm struggling with how it should be set in the Javascript on the web page where the collector exists.

At the moment, I've got this:

"fieldValues": {
    "priority": '10002',
    "customfield_10100": {
        "requestType": {
            "id": "168"
        }
    }
}

but that isn't working. I tried to model it off the way the REST API structures the data.

Has anyone managed to do this? If so, how please?

Thanks.

Petter Gonçalves · Answer

Hello Philip,

Thank you for your answer.

I'm afraid Javascript can not be configured to set the request type from the issue collector form since the form itself does not include the Feature request field. We have a feature request about it:

- Add request type as a configurable option to the issue collector for Service Desk projects

Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

About your sentence:

I'm a bit unhappy about the lack of flexibility here, in that if I have multiple issue collectors all feeding into the same service desk project, they will all end up with the same request type.

Actually, you can configure the automation mentioned to create the issue with any request types you want. You just need to use a field where the user can select from which Issue collector he is creating the issue. Once you do it, you can select the request type by adding a condition to the automation rule.

Please, let us know if you need further clarification about the steps above.

Philip Colmer · Answer

Thank you for suggesting this. I'm a bit unhappy about the lack of flexibility here, in that if I have multiple issue collectors all feeding into the same service desk project, they will all end up with the same request type.

Is there really no way to solve this at the client end by altering the Javascript?

Petter Gonçalves · Answer

Hello @Philip Colmer

Thank you for reaching out.

I understand you would like to automatically set a determined request type when creating an issue using the issue collector. Is that correct?

I believe you can achieve it by using an Automation rule to properly set the request type once the issue is created. These would be the steps:

1 - Create a new custom field or issue type so you can properly use to identify when the issues were created from the issue collector

2 - Navigate to the Project where the issue collector is configured > Project Settings > Automation > Add a new automation rule to set your request type when it is empty:

P.S: You can optionally add conditions to select different request types based on the issue type filed in the issue creation.

Let us know if you have any questions.